Head of Service Assurance

Are you ready to get ahead in your career?

• We want to empower you to turn your ambitions into achievements.
• We thrive in inclusiveness, diversity and embrace close collaborations for you to create impact for yourself and others.
• Together, we aim to bring the best of technology to help people, businesses and the nation to be ahead in a changing world.
• To realise our vision to become Malaysia's leading converged solutions company, we are looking for a new talent to innovate and grow with us in a culture that values commitment, performance and possibilities.

Why does this job exist and why is it critical?​

Lead enterprise servicing with a focus on real customer needs. Simplify processes, deliver gold-standard service, and foster teamwork to maintain Maxis's reputation for excellence in telecommunications.

What are you accountable for?

• Lead and manage enterprise servicing team, focusing on customer needs and simple solutions.
• Own relationship management and service delivery for top-tier enterprise customers.
• Act as technical liaison with Network, Planning, Sales, and Project teams for collaborative improvements.
• Oversee contact centre operations, ensuring SLA adherence and gold-standard service.
• Manage complaint resolution, celebrating customer satisfaction wins.
• Monitor CSAT scores, complaint trends, and service metrics for continuous improvement.
• Develop and execute improvement plans with Network and Planning, targeting excellence.
• Lead crisis communication and event resolution, keeping customers informed.
• Maintain customer churn rate between 1%-3% via proactive engagement and dispute resolution.
• Optimise servicing processes using CSI, SLA, and NPS feedback, keeping it simple and effective.
• Collaborate cross-functionally to deliver high-quality customer experiences.
• Drive strategic initiatives for client engagement and celebrate winning together.

What do you need to have for the role?

• Telecom industry expertise (Expert) – understanding real customer needs
• Account management (Advanced) – simplifying client solutions
• Team leadership (Advanced) – fostering team success
• Technical liaison (Experienced) – collaborative problem-solving
• Complaint management (Experienced) – striving for gold-standard outcomes
• Crisis communication (Advanced) – clear and simple messaging
• Analytical skills (Experienced) – improving service quality
• Negotiation and empathy (Advanced) – building lasting customer relationships

Management Level

• Management Level: to follow as per maxis guideline
• Job Classification: to follow as per maxis guideline

Compensation Information

• Compensation Grade: Others
• Compensation Grade Profile: 15 Senior Manager

Certifications

• Not mandatory, but ITIL or similar service management certification preferred.

Competencies (Communication and Working Relationships)

• Accountability: Advanced: Changes opinions and secures strong support.
• Financial Impact: High: Financial decisions are critical to achieving key financial objectives.
• Key External Contacts: Maxis vendors, Business consultants, Regulatory body
• Key Internal Contacts: Maxis Management Team (MMT), Head of Department
• Problem Solving: Extensive: Final decision-maker on significant communication issues.

Other Key Information

• Formal Education: Bachelor's degree in Telecommunications, Engineering, Business, or related field.
• Language: Fluent in English and Bahasa Malaysia.
• Relevant Working Experience: 15–20 years in enterprise telecom servicing, account management, and leadership.

What's next?

• Once you've applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for a digital interview. You can also check on your application status by logging into your candidate account.

Maxis values diverse voices & people. We hire and reward our employees based on capability & performance — regardless of ethnicity, gender, age, education, religion, nationality or physical ability.